Information for Complainants:

Making a complaint

The decision to make a complaint is a difficult one. We understand that a lot of thought and time has gone into each complainant’s decision to submit a complaint. We thank each and every complainant who has come and will come forward for making this difficult decision.

We would like to provide you with some information regarding the complaint process from the perspective of a complainant.  

The complaint process is a robust process. It does not provide immediate results as it goes through multiple steps to ensure fairness and a fulsome investigation results in accurate and appropriate resolutions.  While every effort is made for a timely resolution, the process can take time.    

Anyone can submit a complaint.

You do not have to be the victim of maltreatment – you can be a concerned party who has witnessed or been informed of maltreatment.  

“Complainant: an individual or organization who submits a complaint.”

  • complaints can be submitted anonymously, however, anonymous complainants must remain available to the ITP throughout the duration of the complaint process.

Who can you submit a complaint about?

The subject of a complaint is called a “Respondent”.  

“Respondent: the Organizational Participant or Member Participant who is the subject of a complaint.”

  • Organizational participants and member participants are defined within the Policy.  These are individuals or persons subject to the policies or codes of conduct of Hockey Canada the Members.
  • Complaints are made about individuals NOT organizations.  For example, the ITP cannot process complaints regarding Hockey Canada or one of the Members as these organizations do not meet the definition of Organizational Participant or Member Participant.  

What is the complaint process for the complainant:

  • After the complainant submits their complaint, a member of the ITP team will contact them via email as soon as possible. 
  • The complainant will be provided with a unique ITP file number which they can use to reference their complaint. The complainant will also be assigned a dedicated case manager who will administer their complaint for them.  
  • If the ITP determines that it does not have jurisdiction over the complaint:
    • Within a few days, the complainant will receive a letter explaining who has jurisdiction over their complaint and their complaint will be provided to the relevant Member (not your local association).
    • Within a week, a full explanation of why the complaint is under the member association’s jurisdiction will be provided to the complainant and respondent.
  • If the ITP determines that it does have jurisdiction over the complaint: 
    • The ITP will provide the complainant with a draft decision explaining the ITP’s understanding of the complaint and the process forward and will ask the complainant to confirm that it is accurate and that the complaint can proceed.
    • The complainant will have an opportunity to advise the ITP as to whether ADR (mediation, arbitration) may be a reasonable approach.  With the complainant’s approval, the decision will be provided to the respondent.
    • The respondent will be afforded an opportunity to comment on whether any interim suspension should be imposed and whether ADR (mediation, arbitration) would be appropriate.  
    • The procedural order will reference the parties’ submissions and include a detailed explanation of why an interim sanction was or was not imposed.  The notice of suspension will only identify the respondent and the nature and duration of suspension/restriction.  The Parties will receive the procedural order.  Hockey Canada, the Member, the investigator and the adjudicator will receive the notice of suspension.
    • Depending on the process, a mediator, investigator and/or adjudicator will be retained and the parties will be advised of the process.
    • The investigation report (if applicable) will be provided in whole or in part to the parties.  The investigation report will not be provided to Hockey Canada or any Members unless they are the complainants.
    • The adjudication process will be communicated to all parties.
    • The adjudication decision will be released to the parties and, if sanctions are imposed, will be provided to Hockey Canada.